HomeMy WebLinkAbout0298.092-
June .18, 1992
!I'I!l! HOHORABLE C I'l'lr COONe I L
Palo Alto I California
MEMBERS 0 F COUN CI L:
7
The purpose of this report is to recommend approval of a contract
with DYNIX, Inc~, for the maintenance of the library's computer
syste::n.
BACKGROUND
The Dynix computer system, installed in 1985, in the Palo Alto
libraries, has heen maintained via contract wit:h DYNIX since 1996.
Tbe system consists of a minicomputer and 68 terminals spread.
throughout the six City library facilitie~. The system supports
the computer catalog (including: dial-in access) 7 circulation,
cataloging and acquisition functions.
DISCUSSION
The staff has negotiated an anDl..lal contract which may be rene-.,,;ed
annually for a maximum of two one-y~ar periods :",'ith DYNIX, Inc~, of
Provo, Utah, sole supplier of turnkey maintenance for the Library 1 s
computer system, comprised of a turnkey package of hardware and
proprietary DYNIX software~ '1'his 1naintenance. provides ongoing
upgrades and enhancements to the software, in addition to regular
preventive and emergency maintenance as needed to ensure that the
computer system provides public services such as circulation and
the computer catalog with ~iinterrupted quality performance~
The annual cost of this contract for fiscal year 1992/93, W"hen
prepaid, is $52,430.64, a savings of 6 percent. The itemized
contract price schedules also apply to any upgrades or expa,nsion to
the system, such as the addition of terminals or ether supporting
equipment and software.
Funds necessary fer this contract have been budgeted in the fiscal
year 1992/94 Library Division budget.
CMR:298 :92
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RECOMMENDATIONS
Staff recommends that:
1. The Mayor be authorized to exeGute a contract with DYNTX,
Inc., for $52j430~64, to provide so~tware and hardware
maintenance services for the Library's computer system.
2. Staff recommends that the Council authorize staff to
increase the contract an:.O'.1nt at the time of annual
mainter.ance renewao,l, subj ect to the appropriation of
funds, over a period of two years by a:ne!1ament to provide
a contingency for price increases and maintenance of any
hardware or soft~are upgrades as approved in the lCug
range computer plan.
Respectfully submitted,
-c"L'· '" / . /1 q{ '1 ,dO t-tV7" /"'0
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Mary J'o ~vy .
Director of Libraries
C-J~
Paul Thil tqety----,
6\rector, co~un~ty Services
'.1 i~ ~\ ~"":-4
J Fleming / I
I ssistant City ~~~ger
\J
Attachment: contract
CHR:29B:92
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SOFTWARE, HARDWARE & PERIPHERAL
PREFERRED MAINTENANCE AGREE\I,ffiNT BETWEEN DYNIX, INC.
AND
CITY OF PALO ALTO
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, TABLE OF CONTENTS
I. Provisions for Maintenance Sen.·k:es ................................ 1
IT.
ill.
IV.
Tenns
Subwntradors ......................... " .................... ,
DiagnO'.iis of Problems 2
V. Maintenance Responsibilities ..................................... 2
VI. Conditions of DYNIX's Obligation ................................. 5
VII. ObUg.tjol1S of THE LI BRAR Y ................................•... 5
VITI. Nondiscrimination . ~ ................................... , , ...... 6
IX. Charges and Psyme nts 6
X. Ternrination .. ~ .............. , .................... , ........... j
Exhibit!;
Exhibit A
Exhibit B, S<hedule 1
Exhibit B. S<:hedu 1 e 2
Exhibit C, S<hedule I
Exhibit 0
Exhibit E
Software :Maintenance RaTes
Ultimate Hardware Maintenance
Hurdware Maintenance Rates
6D!40 Maintenance Rates
DYNIX Ser\o;ce brochure
Price Summary
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SOFTWARE, HARDWARE, & PERIPHERAL
PREFERRED MAl!'oTENANCE AGREEMENT
This Software, Hardware~ & Peripheral Pleferred Maintenance Agreement CAgreeme!l''')
is made and entered into this day of • 1992, by ',.od between OYNIX, Inc.
(hereinafter refened to as "DYN1X"), a Utah oorpora'\.ion n~ .... in& its offices at 151 Eas.t 1700
South, Provo, Utah 84606, ano the CJ1Y OF PALO ALTO (hereinafter referred to as
'CITY'), having its ubrary D'vi,;on om«s a! 1213 Newell Road, Palo Alto, CA 94303.
The term "DYNrx" shall refer to the company, its agents. and its sub~contra'tors. The term
"City"' shaH refer to the City's Library Div15ion, which shall perform the oiJerationa!
responsibilities of Cit)' under this Agreement.
I. PROVISION~ FOR MAINTENANCE SERVICES
DYNLX agrees to furnish as specified herein services to maintaill the Sohware. CPU
Hardware, and Peripberal Devices des-crio.ed below as the ~System'" and CITY hereby
purchases maintenance service for the ~ystem upon the terms and conditions set forth
herein.
This Agreement !lohaH commence on the ht day of July. 1992. and shari cuntinlJe for
a period of one (I) year. Upon agreement by both DYNIX and Crry, this Maintenance
Agreement may be renewed annually for a ma'l(imum of two one-year periods upon payment
of the appropriate fees by CITY.
III. SUBCQNlRACTOR.:i
o-YNIX hereby accepts fllil re!lpom .. ibilit)' fur the obligations ou.!!ined in Ihis
.J\.greement. LiT"f agrees that DYNlX may sub--<:orlLract some or all of the performance of
its duties piOvided for herein, provided that CITY appn",o'es of any su.b-contractoT. Nothing
in this paragraph shall be interpreted as authorizing the a.o:;signmeni of the maintenance
obligations under this Agreement by DYNIX
CITY 0' PALO ALTO
Software, liard ... are & Peripheral Maintenance Agreement
June 4, 1992
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[v. DIAGNOSIS OF PRQuLEMS
DYNIX shall maintain techn[caJ pNsorme! stationed.at iL<; Utah facility for purposes
of providing a teJephone customer serv:ke to report problems and discuss questions about
operations with city. For d~agnosis of p!oolernlio, DY~IX support personnel shan be abte
to dial into City's Ubrary Division CPU directly.
V. MA[NTENANCE RESPONSIBILITIES
A Maintenance on U.:ensed Software
1. The licensed software whkh are covered by the Software Maintenance
portion of this Agreement are listed in Exhibit . .i\.. which is attached hereto and incorporated
herein by reference.
2. DYNIX wHI provide all f~es. minor enhancement:;. reTeases., or up,grades
to the Ucep..sed Software at no additiunaf charge to ern'. Such flXes. minor enhali~emcnt!io,
releases. or upgrades shall be provided whh aV<lliable documentation for s.uccessfui
iilStallation and implementation.
3. DYNJX shall provide corrections to the lkense Software at no additional
cost to CITY for any error, malfunction. or defect of the Licensed Software, except a-;
provided for in pa...--agraph 7 below. A more detailed description of the services prO\~ded
can be found L"l the description of the current DYNIX Services brochure in Exhibit D, which
is inoorpora1ed herein and made a part of thi:; Agreement by reference.
4. UllSCbc;:dlded Ucensed Software maintenance and library consultations shall
be provided during the following hours:
}VIon-ThuT 7:00 am to 9:00 pm Mountain Standard Time
Friday 7:00 am to 5:00 pm Mounwin Slandard Time
CITY OP PALO ~LTO
Software I Hardware & Peripheral Maintenance Agreement
June 4, 1992
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5. Holidaysexcluded from unschedu!ed Soflware rnaiMp.r.an('e service: j,.,c1ude:
New Yenr's Dav
President's Day'
Ea."iofer
Memorial Day
Independence Day
Pioneer Day. July 24
Labor Day
Thanksgiving Day
Friday after Thanksgiving Day
Christmas Eve (liZ day)
Christmas Oay
6. DYN!X shall provide a<>sistance for emerger:cy problems at aU other hours
including weekends and holidays.. Emergency assistance is more compfelely des(;fibed in the
DYNIX Services brochure.
7. (a) D'YNlX sh~lI have no obligation to provide assistam:e in
corr:¢Jng errors or problems arising in connection with any modifications or alterations to
the li<:eru;ed So{r-",are which have been made by Qr on behalf of CITY without DYNIX'.
express written co~nt; or for any d~structjon, alteration or suspension of Software
operation due 10 natural disasters. communication line failure, failure by CITY to perform
weekly "saves" of aU DYNIX accounts, or actions or decrees of g.overnmenlal bodies.
(b) IN NO EVENT SHALL DYNlX BE LIABLE FOR LOSS OF
PROFIT, LOSS OF G<XJD WILL OR ANY SPECIAL OR CONSEQUBN11AL
DAMAGES SUFFERED BY CITY OR ANY OTHER PERSON, FIRM OR ENTITY AS
A RESULT OF ANY ACf OR FAJLURE TO ACf ON THE PART OF DYNIX
lRRESPECIl YE OF WHETHER SUCH LOSS OF PROFIT. LOSS OF GOOD WILL OR
OTHER SPECIAL OR CONSEQUENTIAL DAMAGES WAS DISCLOSED TO DYNIX
OR COULD HAVE BEEN REASONABLY FORESEEN BY DYNIX
8. CITY may request that DYNIX perform standard services such as
maintenance or installations of new Software releases during times outside those idenlified
in paragraph V A4. above. CITY will be billed at the then published rate for the time
required to perform such services.
CITY OF PALO ALTO
Soft.ware l Hardware , Peripheral Maintenance Agreement
June 4, 1992
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B. Maintenance Oil CPU Hardware
1. The CPU and other computer hardware item:; covered by thf5
Agreement are detailed in Exhibit S, Schedule 2 of the Agreement, "",'hich [5 attached hereto
and incorporated herein by reference.
2 Unscheduled oro-site remediaf maintenance shal! be performed after
notification that equ1pment is inoperative or malfun.ctiOning. DYN!X shall provide CITi
with a desigllated contact and shall make arrangements to enable DYNIX or its
subcontractor maintenance personnel to receive slJch notific..uion.
3. Hours of remedial maintenance are detailed in &hibil B Schedufe 1.
CITY may change or extend the hours of maintenance coverage UpOL1 appn.,yat by DYNIX
with payment of the then Cllrr(:nt charges by CITY.
4. AIl parL'i neces~ry for completing unscheduled on-s;ite remedial
maintenance shaH be furnished at no additional charge to ern", or. an exchange basis.
Only new parts or ,efurbished as new parts shall be used.
C. Maintenance of Peripheral Devices
1. The Peripheral Devices cOlo'-eree bytbe Peripner.,j Maintenance portion
of this Agreement are listed in Exhibit C. Schedule I, which is attacbed hereto and
incorporated herein by reference.
2. Maimenance for tenninals or peripherals. may be terminated by either
party on the anniverSary of the Agreement. Maintenance sh31! continue for all items
originally covered or either party may discontinue maintenance for specific pIeces of
equipmenl
3. Equipment whkh ha., been abusell or used by CITY contrary to !he
manufacturers specifications is not covered by t!lC .-\greemenr and the fuli cost of such
repairs wiU be bome by CITY.
4. If the maintenance on peripheral devices is allo ..... ed to lapse, or lfCln"
wisbts to cover equipment purchased more than 30 days prior to lap~ and su<:h equipment
is nOl currently covered, HYNIX may assess a one time charge equal to the repair d.ebit
before accepting t...'1e item for coverage.
5. If CITY reque:s.ts the loan of elJ.uipme:a which [s similar to en)'
equipment which is in need of rep-air. CITY is re.span.,,,>ihle for the fee for the loan of
equipment and cost of frieght to and from Library Divlsion office.
CITY OF PALO ALTO
Soft~are, HardWare & Peripheral Maintenance Agreement
June 4, 1992
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6. Sparing !nd Teiec0mmunicatio!'} Plans oniy.
(a) CITY is responslble fer srnri!1g the Spares and ft.'f ail risk of
loss. Spares remain the property of DYNIX.
(b) CIT\:' shall not use Spares (0; other than substi'lution of
malfunctioning equipment as defined in Ext,ibit C, which is attached hereto and
incorporated hereir. by reference. DYNJX Ieserves the right to inspect the Spares from
time 10 time co see that tbey are secure and properly used.
{c) In the event DYNIX fimls that CITY is making unaulhorlzcd
use of spares, DYNIX may cancel the program and require CITY w pu.rchase all Spares in
CfIY'S po-"session at the published price for comparable new equipment.
7. Sparing Plan only.
DYNIX will sulely determine whether CITY has suffident quantities
of equipment to justify spari~g, rn the event all Spares are in use and C1TI' requires
adwt!onal units, DYNIX shall e~press ship addition3.1 units to CITY.
VI. CONDITIONS OF DYNIX'S OBLIGATIONS
All maintenance services of any nature rendered by DYNIX or its subcontractors
hereunder shall be. limited to the System and shall be contingent upon CITY's proper use
of the System in accordance with alf available documentation and in the application for
which the System was intended.
VII. OBLIGATIONS OF CITY
A CITY shall be responsible for maintaining a sufficient staff to handle norma!
day~to-day operation end support for t!"1e System, inc;uding but nut limited to such tasks as
back~ups and report handling. It is acknowledged and understood that the maintenance and
support service to be provided by DYNIX hereunder i< not intended to supplant CITY'.
day-to-day operation and support for the System,
B. CITY shall provide DYNIX full and iree acees; to each item of the System
to allow DYNIX to provide maintenance ser.ice thereon and a suitable place in which ta
perform such serv;ce shall De made available to DYNIX. CITY shall prOYide DYNIX all
access to the System which DYNIX he[icvcs is reasonably necessar)' or de~jrable fot the
CITY or PALO ALTO
Software# Hardware & Peripheral Maintenance Agreement
June 4, 1992
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~rformance u[ any unscbeduied on-site remedial maintenance ser .... ices. A designated
representatj",e oC CITY shall be readily avallabl~ whenever DYN!X pen;onnel art:' pre~nt.
c. erfY shaH provide suitah~e environmental conditions, including space, heat,
light, ventilation, cooling. electrical pov,rer, curr.enl and grouIlding, over..'o!t2ge protection
and the like fOT the System to ~ maintained properly hereunder.
D. CITY .shall notify DYNlX immediatety foliowing discovery of any error, defect
or nOilconformit) in the Lkense Software and CITY shall n:Jt puform, not attempt 10
perform, or cause to ~ performed, maintenance or repair!o the Ucensed S<:Jf!ware CQvered
hereunder dlJrW~ the term of this Agreement except with the prior written or oral approv21
of DYNIX
E. CITY shali be responslble for mainlaining (1) a telephone within operation~J
reach of the o:entral equipment. (2) an autc-3nswer, 1200/2400 baud modem attach~d to a
port for the exclusive use of DYNIX, and (3) an "outsjde~ phone iin~ (or the modem 10 be
used in diaJ-up -diagnostics and mainlenam=~. The cost of procuring and maintaining this
line in good operating condition shall be borne by CITY.
~n. NONDlocruMmATION
Neither DYNIX, nor any officer, agent, empfoyee, serlant OT subcontra;;wT of
DYNIX shall discriminale in the treatmenl or employment uf an individu.:t1 or groups of
indtviduals on the grounds o[ race, oColor, religion, national origin. age, sex or physical
disability unrelated to job performance. tither d!rect\y. ir,direttly or through contractual or
other ar;a..,.gern~nts.
LX. CHARGES AND PAYME1:HS
A... The matntenance charges outlined on fuhibit E o{ ~his Agreement, which is
attached hereto and incorporated herein by reference, are due ~nd payable for installed
modules by CITY before the stan of each maintenance period. CITY must pay on an
annuai schedule. Annual payment discounts wiH be giYen according to DYNIXs standard
schedule. CITY also has the optian to delay payment of any mid·year hardware
maintenance increase until the start of the maintenance year when CJT~' must pay the
accurnulat~d increase and a carrying charge.
CITY OF PA LO ALTO
Software, Hardware' Peripheral Maintenance Agreement
June 4, 1992
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B. Charg~s for on·si::e remedial maintenance provided "Jlher than durir:g the
ho"u.tS of con!ract~c malnt€:nance or for other services which are not induded in the ml)r:tJ,ly
maintenance charges are due and payab!e tbijty (30) days from the date of invoice.
C There shall be no additk·nal majmenan~e charge for:
1. UnsclledtJledon-site remedial maintenance begun during the contracTed
bours of malnt~nance and extending one hour beyond.
2. Travel expenses or per diem expenses..
3. Time spent by mainlenance personnel after arrival at :he srle awaiting
the arrivcl of additional maintenam:e personnel Rnd/ or c!eEvery of parts. toots, or other
require-d material after -? service call has commenced.
D. Any increase charges fo; ha.rdware and pe;ipheraJ devices maintenance during
the term of this }\gre:rr..ent will ren:::ct 2ctual increased charges. ii any, from maintenance
subcontracts to DYNIX
E. CrrY shall give DYNIX a{ least sixty (6G) days writ!en notice of Lnten:ion to
move the System central site equipment or any portton thereof covered by this Agreement
from tM installaHon sile(s) first set forth at-ove or any subsequent :-elocatior. site as
apprO"''I''ed by DTh·IX. If :he System (or any portion thereof) is moved without the express
approval ofDYNIX which approval shall not be unreasonably withheld, it shall not continue
to be maintained by DYNlX under this Agreement. DYNIX or its authorized personnel
shall supervise any dismantling and packing of the System or an) portion thereo(,. and shall
peJfonn inspection and reirutallation at the new location. CrTY .~i1al! furnish all laoor
require.d for the dismantling, packing. unpacking and the plJcemer.t in the new location.
Olarges for supervising inspecting instaIHng. removing or reinstalling shall be billed to Cny
at a rale not to exceed the rates charges by DY.NJX to third parties po~se~sLng a Syslem
romparab1e to the System durtng the applicable c:;llend"J.r quarter. ThtS does not app!,. to
terminals, wands. lasers, and slave printer.
X. TERMINATtON
A Termination ofP'U(chas.es and Software Lkense Agreement. If the PUJcha!.e
or Software License AgreemenlS. are breached by CITY or lcrmillatcd for any reason.
DYNlX shall have the right to termin~Ite this Agreement without prejudice.
CITY OF PALO ALTO
Software, Hard~are & Peripheral Maintenance Agreement
June 4, 1992
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B. DeJault. Ea.ch party has iii right to t{'rmim!.te !his Agreement in the eve-nt o[
default which is incapable of cure or whicr., being capabte of cure, has not been cured or
has Ilot been commenced to cure within thirty (30) days after receipt of notice or su~h
deCaulL
C. Ri~hts and Obligations on Ter.:lination. fn the event this Agreement IS
terminated, each party sbaH return to the other all data, materials, and other proDerlies of
the other party thf!11 in its pmsession or comroL "
D. GQ'Iemi:r:~ Law This Agreem<!nt shall be gc\'erned by and construed in
accordance with the laws of the State of California.
l:'l WITNESS WHEREOF, the parties have ~used this Agreement, which shall inure to the
bene!'if of and be binding upon the SucC"esscrs of the respective parties. to be signed and
entered as of the dare first mentioned above.
WITNESSES: _3YMXJi':W .. '..... .,.~~~: -;=j./==:::::::;;---=-:,::;;: At:~ ti.:~./:_J1'~lIt1:~-8y:~"~ < T ---., ~~~~.2"'----Its: Executjve V;ce President ----------...".
CITY OF PAl.o ALTO 8y: ___________ _
City Clerk Mayor
APPROVED AS TO FORM:
Sr. A<sL City Attorney ~=--------~-----City r~~anager
Director of Community Services
Director of Finance
CITY OF PALO l.L1'O
Software,. Hard\rrrare & Peripheral Maintenance Agreement
June 4, 1992
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EXHTBIT A
software Maintenanc~ Fates
l!OOOLE'jSERVlCE QTY
C&tal~ Module (flat feel 1
CirculatJon Module (flat fee) 1
Public Access Module (flat fee) 1
Interfa.ce -RLIl{ 1
Community Rcaources (flat fee) 1
Serials Control (flat fee' 1
Acquisitions Module (flat fee) 1
Interface -Acquisitions (BISAC) 1
Dial-in Public Access 1
B2!cJcup, -1. User 1
Account -Circulation , PUblic Access 3
Account -4+ circulation & Public Acces 3
MONTHLY CHARGE
185.00
156.00
80.00
46.00
34.00
No charge
~SL()Q
41.00
No charge
2).00
30.00
3.00
H9.0()
oynix will provide Software Maintenance price ~lotes upon
request for the co~1nq year~
Palo Alto City Library -01 JUL 9~
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EXHIB1TB
Schedule I
ULTIMATE HARDWARE MAI1'OTENANCE
On-Site Services: Monday -Friday 8:00 am to 6;00 pm Pac-tile Standard Time.
Phone Services: Monday -Frtday 8:00 am to 8:00 pm P<.1cifk Standard Time.
Any sen"ices outside these specified tLmes wilt be biJled at Vl!imate's time and material
rates.
New Year's Day
President's. Day
Good Friday
Memorial Day
Independence Day
Labor Day
Thanksghn ng Day
ULTIMATE 1992 HOL!DAYS
Day Aiter Thanksgiving
Christmas Eve
Christmas Day
CIT'" or PALO ALTO
January 1
FehrJary 17
April 17
May 25
July 4
September 7
November 26
Nuvember 27
December 24
December 25
Software, Hardware , Peripheral Maintenance Agreement
June 4, 1992
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EXHIBIT :a
Hardware Maintenance Rates
EQUIPMENT
ultiaa:te 6930
2nd lC24KB Memory
2nd 515MB Disk Drive
16 Way Activated Port
Battoery Backup
J 00 LPM Print.er
High Perform processor
4K Words Memory
Sat , sun Coverage 10 Hrs
ADMINISTRATIVE 10%
FSO Disk Controller
Jrd 515MB Disk Drive
16-Bit 2MB Memory Board
Palo Alto City Library -01 JUL 93
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3
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1
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MONTHLY CHARGE
1097.25
77.70
106.05
24&.85
27.30
228.90
99.00
89.25
399.00
220.50
57.75
102.05
231.00
2984.60
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EXHIBIT C
Schedl.lle 1 -60j40 Maint.o:!:nance Rates
EQUIPMENT
Intermec 9510 w/1260 Lightpen
Bytcom Modem
Microcom AX2400c Modem
Modem -for mux
Mux -with modem, up to 8 chann
Hux -with modem, mOLe than 8 c
wyse 30 Terminal Green
Wyse SO Terminal GLeen
Palo Alto City Library -01 JUL 93
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ITEM
CHARGE
8.00
4.00
4.00
7.00
18.00
24.00
S.OO
8.00
MCNTHLY
CHARGE
136.00
4.00
12.00
7.00
162.00
48.00
288.00
248.00
905.00
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EXHIBIT D
Description of Oynix Services
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iI:l Copyright, 1991,
Oynix, Inc,
Oynix grants the right of oopying l'1e
ertdoseG' materfals ft)r inlitI'Tlai use by DynJx:
cr.ents. Duplication ~or any other purpose by
any mearn; Is prohlbfted ufiless Oynix grants
WritlSIi permiSSion for SUCh use.
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Tabla of Contents
Software Maintenance
Consult~ng Services .............................. .
FUDctioonlil:y &. Usage QueSI;:;)n.!i '.
Io1on:a .. tio'C t:learing Howe ..
Preparing for SJ~tem Chanses ..... ,
PICK Query Langtla8e ..... _ , ...... .
Tech tips & Otbe.r Documentation
Enhancemeilts ............... " .
OOOiInpuL
Re~ PrOCcS!) ...... .
.. .... 1
........ 3
... J
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Bug Fixes ...................... . .. ............................................................................................. 4
DefiIlilioas ......... " •.. N .......... • •••
ldentllying '" Repo<ting BUBS .....
BUS FiX Prioritiet; .................. .
Hardware Maintenance
Repair S,rvices ............................................................. .
Di.1jp>0&i0 ..•.••. _ ............... _ .......... .
Clout with ManvIadurers_ ... N ••••••••
24-Hout CoveJagt __ .... _ ............. .
Preveatative Mainteouee ._ ..... _ .. .
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• ............ 5
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. ... _ 7
....... 8
. ..... 8
. ... 8
OS Enhancements 2nd Fixes .................................................... -....... , .... -. .. ......... 8
OS Support.. ................. .............................. ..... ... ........ ... ... ..................... ............................... 9
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Peripheral Maintenance
Overvjew .... , ............... ,,~ ...................... -0 ••• , •••••••••••••••••••• " ... , ........................ ' ••••••••••••••• H'" ... 1 I
60/40 .................................................................................................................................. 1~
Pw.H~" ........ 13
60/40 Credits.. ................... , ... . . '" 14
Spares ............................................................................ . . ... 15
Pl<> .. fi~ ............................................................. .. . ... 15
Pla.a. Requirem eQt~ .......... ,.. ....... .,' ...... ,.« •••.••. " ••...•...•••• , •• '.' "' , ............................... .. . .... 15
Te!ecommunications ............................... . . .................................................................... 16
pt..,1r~............................................................................... ............................... . ... 16
Plan RcquiremeDts. ...•. _ ......... ,....... .. ................... ".' ................. , .... "... . ... ,' 16
Teiecomm.wUcaucD.S \11. 6O/4IJ .... H.......... .. ............... "..... .. 17
spares..................................... ................... ...... ............. ........ . .............................................. 17
Repairl. &; l..o&Den ... ,_.................. . ... H .............. ,... '" ••••••••• ".................... • •• _ 1."1
NOQ~MaQat.a.iped Items ............ _ ................................................................. ~......... . llij
Rc:De'WaI .......... ~~._ ............................ " .... ...•...... .... .............. ......... ...•. . ...... ...... ....... .•..... . ........•. , .... IS
COll.5Qlidat.d .......................................................................................................................... 18
P!an High.tigfIll_ .. _ •. ~._ ....•................. _. , .. ""., , ..•.. , ............... _ ........... , ..................... _ ..•...... ,. .... , ....... _ 18
PLaa .Rc:quireme%lilS ................. ,............ . ...... _.. ... ........ .0< ........ ~ ...................... ,.' ... _ •••••••••••• ~.... .. 18
Comparison of Plans ....................................................................................... ~ . ., .. , ........... 20
Repair Pr=ss ....................................................................................................................... 21
Maintenance ReportS ......................................................................................................... 21
Other 'Maint.nance" Options ............................................................................................. 22
Replacing P.ripherals ........................................................................................................ 22
Ot her Services
Custom Programming ......................................................................................................... 25
Defip,itioa ....... _ ........ _ ...... _ ........... , ................. ' ... , .. , .................. , ........ .-................... , ............................... 25
Purdl.asiDa Custom Progr.amming........... ................................... ............................... . .......... , 26
Cuo;tom Prograa:nnitlg Ii. New.Dyttix Rel'=iase.s... ... ... ........... ................... . ................................... rJ
Conclusloa ....... _ .... ~ ................................................ ,.... .. ............................................................ 28
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Other Servi""s (cont!nued)
Emergen{.j' Services ...
Hatdwuc_., .. ,
Sofroware ....
PeripheraLs _
Opdo.ni Noc~Emergc:ocy ScM~5. ..
How [0 R.eport Eme r~e~ie5
Table A
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.... 30
. ..... lO
... 31
3l
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SOFlWARE MAINTENANCE
"Software" rerers to the licen...~d Dynix soft'W'are re.siOJng on your cfJmpu!er system.
All Dyni'( clients pur<:hase software maintenance for D)'n.u modules directl), from
Dynh: since only D-itlix can maintain the licensed source code.
The cUent library initiates mCtintenance services at the point you call or YtoTite!o
Dyni.x. with a problem or request. T)'Pically. your .:-aH is l.aken by a member of your
assigned support team, who conducts a brief inter.iew about the nattlre of your
request and logs it into cur internal tracking ~tem. Some questions are amwen:d
·on the fly." but any request~ needing foUowup from a DyJ'lix team member are
!ot;ged.
Next, diagnosis of the problem helps determine what priority it shou[d have for the
support team and who on the team is best qualified to resolve it Top priority for
the team is always a l.ibrary \\-ith a "dO'oli'n syslem: or with the failure of a module or
critical function. These situations divert team resources from olh(:r priorities and
projects. Emergency 5ef\;ce during nO!1-<1ffice hO!JI'S is r~served for these s[,uatiom
as weU.
After these critical priorities, software maintenance services are assigned to one of
three categories: consulting. enhancements, and bug: nxe5. Each is discussed below.
Consulting Services
func!lon.lttv &. Usage QUHtion,
Dynix consulting services 2nd e::penise are wide ranging. The)' are pra.;ded by
librarians,. programmers, hardware specialists, contract managers, sales
representatives. and other support personnei. For~mnst among these se:vices is the
consulting we do to maximize your success and productivity using the DynU:
soitwaic. Whiie our Users Manuals provide excellent documentation and screen
samples, they can't always tell you bow to Soolve a specific procedural problem with a
Dynix software feature.
1 Softwa~
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Phone oonsultatian on srs1em functionality and new features also fall into the
sof~'are maintenance category. Agair., we prefer to answe!" questions you can't
answer using the documentation. Your printed ma!rriats will become more
valuable as you review them and add nomtioJ"..s and tnstructio>1S specific to your
Ii brary S)"tem.
Information ldIaring Hou ..
Dyn.ix also serves as a clearing bous:-for infonuation abcut bow Our dient~ use the
system, Dynix publishes topics and clien{ referral! in a printed reference guide, Th~
Dynix Who~ Done "'hat in LibrarieJ, which is frequently updated and sent to aU
c1ient5. Through thi5 index and our in·hcuse grape ... ine. we put you in touch with
D)'nU: clients experienced with topics from ~beSIOS removal to system elCpar..sion to
regional user groups.
Some software questions concern the future direction of Dynix sofr-",,"are. By
consulting product df:velopment time tines. we can estiITIate if and wben a module or
!lew feature is sch.duJed for development and general release.
Preoarlng for SV'ltm C!J.nges
We often assist libraries in planning budgets for new prod"cu and in devising an
L-nplementation schedule. Usually, disk 'pace and CPU capacity must "" evaluated
before B Del4' release or product is added. Your support team works closely with
Dynix saies personnel to help you e ... -aJu3te and incorporate new prooucts into your
Dyni' !)'Stem.
PICK Qutry Language
Minor telephone assistance with the PICK inquiry language is also considered part
of your software maintenance. Generally, questions such as "'What me contains
missing items?" can be answered quickly and without dialing outo your system.
Since RECAlL is not Dynilt software. solutions can quickly become complex and
library·specific. If ,,"stom RECALL dictionaries or PROCS are created or need
troubleshooting. that service is billable at our current rate.
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Tech no' " other Docu[,!1er.tatlcn
Finally. i:onsulting ~n.'ices appear regdarly in the form of pr:nted ''Tech Tip",:
letter5. or articles in the various Dynh-and user gwup punlicaljons. These lips
explain ne\A: products and policies., suggest preventativ! measures to avoid particular
problems, and answer recurrent que~tiortS ... bout software feat'Jre~.
Enhancements
Enhancements are imprO\'ements and refinements to existing Dynix soft'Arare.
When the system functions according to dOC'.JmenI3!ioI1, any change to functionallr:'
is considered an enhancement. If <i change requested by one client is so specific to
it5 O"NIl operations or [lS delivery must be expedited, :he c1iein may opt to pay for
accelerated development through custom programrr.ing (see below}. Usually,
however, enhancements follow the normal i.:yde (or re",'iew and rank.jng b:' COOL
CQOlincut
The Dyni"' users group (CODI) is an influential force in deciding which
enhancements ~hould be undenaken and which should receive the highest priority
for development Each year CODr members Yore on the importance of
enhancements to their insthuuon. COOl t.ien gives the r&!'1.ked enhancements to
Dyn..ix for review and inclusion in upcoming releases. Traditionally. Dynix completes
a high percentage of COOl's top-raf"l..ked eIl .. '1ancement requests fach year.
Release Proceu
Programmer teams develop and test the enhancements on a primary hardware
platform before transferring or "portint changes to rhe different types of computers
supported. D)Tdx groups enhancements into a new ,,'ersion of th~ soft'Nare called a
"re!ease" for testing and distribution purposes. !n·hous.e or alpha testing involves
support staff and trainers who verify that new functions operate as de~igned and
documented.
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Alpha testing js fallowed by beta or an·si.e client testing of the rele~ by >elected
. Hbrarics. After a thorough review by the beta test site5. and t.'e approval of Dynix,
the new softoltare is ready [,.)r gene:-al relea...1Ite via magnetic-tape to aU Dyni"< dients
on the prims.ry hardware platform. Relea.'ies for other platforms occur
simultaneously or soon follov.'.
After reviewing the documentation and prepari~g its !Ha(f for 30ftwa.f~ change!.. the
library load~ the :oew software release. t:sually. this is an overnight process with
little operator intervention. With each release, Dynix prQvides information about
any impact on system performance as delermined by tests at Oynix_ A few sites.,
however, find that they must increase system capacityby purchasing additional
hardware to maintain performance levels.
Dynix libraries have the option of delaying the upgrade or loading the new release
for up to two years with no penalties. Llbraries ch()()!.ing to delay the upgrade for
more than two years may be subjeCt to additional COSts and related cor..siderations.
Mosl clients typically load new releases as soon as they are a ... ·ailable to take
advantage of bug fixes and new or imprm"ed functionality.
Software mainlenance does not include the development cu~ts of new moouies vrtth
distinct purposes and new capabilities. Also, not ever)' Dyn1x library wants or needs
every available product along with its attendant commitment in CPU capacity. staff
training and maintenance costs. For these reasons., new modules are made available
as add-on purcbases unrelated to software maintenance.
Bug Fixes
Def!nltJorll
Before addressins bug fixe. here are .hree definitiotlS.a help clarify the discu"ion:
Bug
Fix
12/13/91
When the sofflArare does nOI perform as descnbed in tbe
documentation.
The correction to a software problem, which has been
integrated into the software.
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Patch W1lt"D a temporary fiX Lr. delivered in isolation from the
remainder of the 5Ofr-.ware, for e:'<ample, a patch is applied to
one or tv.'o program~.
1c!9n!l1ylng " Reporllng Bug.
Every release of O)nix soft'oNare and e,'ery new product is thoroughly tested both [n·
house and by cUentlibraries. However, as with any sopbisr;-.::aled programming,
Sflftware bugs can cieep in and remain undetected umit exposed by a previously
untried 'Combination of parameters. 'Then a library dlsco ... ·ers a unique problem and
[niorm"i us, it is correcterl for all clients thfDugh the Dynu 50ft ... ·are maintenance
program.
Diagnosing a software bug requires a dose partnership beI\l,'cen Oynix and its
customers. System administrators and library staff document {he exact
circumstan<:cs and procedures which cause tbe bug to appear. Pertinent record
numbeT!i also help Dynix to replicate the problem and ldenlify software bugs. as
opposed to opera lor or procedural ermrs.
Bug fix PrIor!tf"
Oynix dassifies software bugs e·;ther as. "'data<orruptinf 01 "non-data·--(:orrupt~ng."
Data-corrupting bugs are any which alter or destroy data which [5 po!eotiaHy
unrecoverable. These receh.'e the highest priority by suppon and development staff
who. ('ornb{ne efforts to resolve them quk~y. Patches for data-corrupr.:.ing bugs are
usually rn.ade directly via the modem to any client system reporting the problem. [:1
extreme drC'.Jrnstances, Dynlx migbt ad .... ise libraries to discontinue use of a function
(or suggest a work-arQund) untll a fLXcan be delil.'ered.
Non...Jata-corrupting bugs include such irritants as display problems or small glitches
in functionality. While tmportant~ resolution of non-data-corrupting bugs recelves a
lower priority fer support and development peThonneL Delivery of a patch ,,;a
modem for such bugs Is not recornrnended because the sofw.-are at your site is now
:.mlike any other Dyni:x site. making problem reponing and resolution more difficult.
Patches are deferred temporarily for incorporation into the next enhancement or
redesign of exiscing functions.
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HARDWARE MAINTENANCE
In generaJ, ~hardware· is the stuff you can kkk-the Central Processing Un!1 (CPU),
the tape dri .... e, disk cfr!ves, and system prinl~r. Most !l'ti['tj-computer owners buy
hardware maintenance contracts as insurance agalil5t expero...sive repain.
Dynie: includes !he Operating System (OS) in its Hardware Maintenance Progr;:l,m.
since this wftware a[Jows the different component:; or the computer to function 2nd
work together as one unit. Dyni~ hardware mainten3.nc:'-consists of Ihree ser.:ices:
1. Diagn~is. repair, or repiacement of malfunctioniI1g parts
2. as enhancements & bug fLxes
3. OS support
The foremost benefit of purchas:ng hardware maintenance through Dynix is the
convenience or having one ronlac! point for software and hardware maintenance.
Libraries still operating under their orlginal purchase agreement may find thar any
response time warranties are dependent on Dynix maintaining the system.
Let's take a closer rook at each of the sef'\o;.ces provided.
Repair Services
Diagnosis
in diagnosing a hardware or as problem, Dynix becomes faJTIJliar ""';th the different
service pro'w"iders, their meL~oo of operarion. al1d their jargon. Vrr'e are also able to
asses..s the Mifest way to recover any data lost, sin<:e ..... e are considerably more
famitiar 'With OU! software and data structures than a manufacturer would be.
~'};en Dynix personnel diagnose a hardware failure, they ii"l...itiate an on.site repair
visit by a maintenance techniciaq wllo exchanges a new or refurbished like.new part
ror the faulty one. As a maintenance visit progresses, we can also intervene on your
behatf to find out what steps are taking place 3nd help dete:mioe the best cour~e Dr
action. Today's newer computers do not normally require on·site pre\'enlative
maintenance visits.
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Clout W1th ManUfacturtrJ
Mz.ny clients have realized tha: D)'Tlu wields more corporar:: "dout" with service
suppliers than a ;ingle library ~,n in expediting unresolved problems. We often
kI10W the -corporate structure and key individuals in these organlz.a!iaru and can get
atten(ion faster than you may be able to as a !ling[e ClJstomer.
24-Hqur Covlng'
Dynix provides 24~hour coverage for emergcncil!:s involving your hardware. We will
diagnose and attempt to resolve-thc:Se problems without resorting to on-site repair.
However, if on-site repair ts necessa:y, the hours of fieid service (overage depend
upon the type of CPU. Service hours for your CPU are specified in YOUT
maintenance contract.
PreyentaUv' Mllnten1net
Besides initiating repair visits, DynU performs a reguLai diagnostic checkup of your
hardware via modem. Should we find any symptoms indicative of possible
equipment failure, we notify you and plan Lite next course or action and a timeline.
We may also instruct you regarding preventative maintenance'-techniques. Like you,
we guard against unplanned downlime whi<:h can be foreseen and prevented.
OS Enhancements & Fixes
Computer manufacturers usually provide periodic lipgrades of their operat1n{!;
S"jStem via magnetic tape. l1ke Dyr..ix releases, these upgrades include new features..,
improve_nts to oid features, and fues of OS problems reported earlier.
Enhancements may allow the OS to work with a wider variety of equipment or to be
mo,e sophisticated in handling prohlems and errors.
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When a library contracts for maintena.'1ce directly with t}1e manufacturer, [I must
review the documematiOil (if any) {hal come~ ""ilh thes-e Ilpgrades before deciding
""'hen and how to 'Upgrade. Vnfortuna!ely, 5.Ome librarie'i have begun an upgrau\!
proccS5 only to reali.::e [h~t part of the procc:.')s l.') a res-lOre of all data meso The
library may not ha ... e scheduled the many hours tbis takes. or, cl,:cn wor5e, may no!
have a reliable set of current backup tapes.
Jf the !ibrary carri~s its hardware maintenance through Dynix, we idorm you of a
recom."1lended or "stable" OS release for each type of machine and assist with the
correct upgra~e procedures. Normally. we ad ... ise you to move to another re:ieac;.e
only in the case of a softv .. arejhardware incornpatibllity. a serious OS bug. the
additjon of an important new feature, or 3 change in the manufacturer's
maintenance poli(:ies.
OS Support
The OS support provided by most manufacturers. is passive. Many only offer
suppcn for specific problems. Also, the manufacturer's support person..,~r usuaUy
work with hundreds (if not thousands) of different ~ofl'A'are applic3ti-:"lrlS. This limits
their ab(Uty to rr...aster or even appreciate the relationship between their OS and a
specific application like your Dynlx system. Ibis lack of knowledge sometimes
results in "solutions" which are worse than the problems.
Dynix prw,des an active program of OS suppon in its hardware rnaimenan,e plan.
[t includes hoasekeeping services such as file resizing. resolution or GFEs {when
appli<:able), tracking system growth for prediction of upgrade paths, and the
diagnostic checks mentioned above. AJong with these services comes a team of
library automation experts who specialize in th~ OS, the Dynbt application ~oft\IJare,
and the p.otecuOD of your dala.
Should the DyniJI: HaTd~'a!'e Maintenance Program not be an option for you, please
remember that you may still purchase Dynix servkes for OS needs or hou~'k-eeping
tasks OD an "as-needed" basis.
Hardw(JN!
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PfRIPHERAL MAINTENANCE
Overview
Peripheral equipment is tl1e equipment separate from the main ;ysrem .hard~'2.re
components (CPU. tape drive. system printer). For a Dynix system, peripherals
rjpically incfude tenninals,light pens. lasers, printers,. portable cirC1.Jlation terminals,
modems, and multiplexo!s. Although sometimes seen as an unneeded e"penSt',
maintenance for peripherals 15 as critical as. that for s)':!ltem hardware. E:o.pecially far
the branch with a m\l)upleltor problem.
Below are three peripheral maimenance option5:
1) Four Dynix annual-fee maintenance p[at1S: 60/40, Spares,
Telecommurtications, Consotidated
2) Dynix time and materials repair service on an as·needed basis
3) Local repair where maintenance of peripherals rests with you and
your local 5eI"'Vice provider
]n deciding wf'lJch option or options are best for your library, here are several
questions wonh asking.
"Where will I n ad • q.aUned repair service?'
DyrJx has already located a repair source who commits to quaEt)' seT'\ice and
rea.."'Onable turnaround on repairs. We s.el ect a repa ir source fa reach p Lece 0 f
e~uipment. These repair centers., often the actual manufacturer or distnoutor. are
familiar with the equipment and guarantee their repairs for at lea.<.t 30 days.
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'Whol should J bodlOI ror ",palr cost, eacb year?'
'With an annual-Iee maintenance plan, you know in advance what your roepairs will
cost for the year rather toan hoping that repairs do not exteed budget ('stimales.
Some items such as muhipie.ltOTS or Tdxons can be particularly ('xpeMi'\i'C to repair
per incidence. A.l.so, \Vllb the ~Tlix 60/40 plan,. 60% of any unused maimen3nce
fees [s remrned to yeu in credit
'How do J replace crillcAl pieces during ... poin, and bow long will equipment be
IO De?-
DyniJ: maintains an Em;entory of loaners for library use. With the Spares
maintenance plan these are at the library site. With the 6{J/40 plan., loaners are
located at Dynix and carry a loaner fee. \Vith the Telecommunications plan. the
number and kind of spares on site are tailored to the needs of the library. The
Consolida[ed plan inc!udes second day shipping of substitute equipment
AU repairs h;ave a repair turnaround guarantee or your loaner is free. All iterru ar-e
repaired within six weeks, while selected items like W,.e 30/50 terminals and
Inlermec barcode readers are guaranteed within ""'0 weeks. TenninaJs currently
average less tban 24 hours at repair.
'How does my sla« lao"" lObo to conlacl?'
Sole·source maintenance for your system is easy for staff members to remember
they call Dynix. Peripherals maimenance thmugh Dynix means that we
troubleshoot. consult and provide repairs uotil th.e probiem is resoll1ed, whether
other elements DC the system were involved. Dynix does tbis at no additional charge
to the library, unleM t1e cause of the prob[em is traced to a non--<:overed item.
"'How do a 1 replace obsolete or worn out equipme41?"
The Dynix: 60/40 maintenance plan allows you to build up a replacement fund in the
form of a credit with Dynix. Should a terminal breale down repeatedly. you can
charge the cost of the replacement against your 6U/4G credit ",thout affecting your
operating budgel You sbol!Jd plan for the replacement of iteIT'.s not on 60/40 from
other funds ba.sed on the life of the item.
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~1I0 will assist me wilh Installation 01 new equipment't"
Typically, whoever sold you the equipment. Dynix provides up to an bour'!'!, time
assisting Yo;.J Vor1th equipment inslallation. \\-'ben you purchase the equipment frem
other sources.., we ~ still offer installation assistance, but it is a billable service and
you will need to provide I.1S wirh any necf;ssary documenlation (man'lals. etc).
Dynix offers four separate prepayment maimtl1ance plans for peripherals; 60/40.
Spare:;;, Te!eromrnL!nicatjo!!~ and Consolidated. Our intent with L'1ese plam is to
provide a convenient and cost-effective service which can be tailored to the
individual cUent~5 neeGs.
60/40
Plan Hlghllghll
Two of the CDst important benefits of the 60/40 plan are noted below:
I. Secu rit-j
The library can lock in maintenance fees and insure itself against repair
COSt overruns.
2. Replacement funding
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60% or the unused maintenance morues are available for library
puroha.ses wi th Dyni ...
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60/40 Cred:ts
The following diagram shows how 60/40 pl)11len!!' Il.'ork.
60/40 Debit-Creai! Plan
T. Payment
VOw POl' on on"t;cl sej fee
2. Accumulation
Tho.se paYiTier'1ts are
P'Jt ircfo an onnuoi POOl
3. Use
Port Of all of mis
poo,r moy be used
f(X" repol rs.
Anr'lucl Pool
'\,
I .' ;_ ~.
I ,.noy.'
Repair 1 Money
Money .60% 4crr._
4. Dividing
At the entj or th.e year, leftover money in ~e pooi [S
divided. ~ goes boc~ to, you. tnto a f>-.Jrrd fOt purchase
of produc's Cind se-N\ce", .d~ g09!J to Oynb •.
When a piece of ~quipmeDt is sent for repair, a repair debit is charged agai!l3t your
60/40 account The repair debit is different for each type of equipmen~ as is the fee
for a loaner unit
Credits may accumulate for up to three years and may be used for purchases of
software. bardware, training or addilionaI semces. They may not be applied
towards maintenance payments.
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Spares
Plan Highlights
Two important benefIts of the Spares maintenance plan are:
1. Security
The library can lock in maintenance fees and insure ilSelf against rep:.lir
COSt overruns.
2. Spares
lmrnediate and free access to spares or loaners.
Note tllat instead af replacement funding. one of the strengths of the Spares plan is
the immediate access to loaners at no CoR The Spares plan costs approximately
half that of 60/40, with the added benefit of il'r.mediate access to loaneo or ~pare5
iO c8se of equipment maIfunctioilS.
l!!l!JIeaulrements
The Spares plan does requlre that certain minimum numbers ofmalntained
equipment be met:
Terminals 20
Int.nne< lightpe r. 10
HP Thi!1kjet printer 15
OCR scanne r 25
T.l<on unit 15
Depending on the number of pieces maintained througb Spares, Dynix "ill provide
you with the number o( s.pares you need. The~e remain the property clf Dynix, to be
used for swapouts during repair period,. UrJike the 60/40 plan, the Spares plan
contains no provisions [or recouping maintenance fees. To remove an item rrom
either the 60/40 or Spares plan, you must notify Dyni< 90 days prior to the end of
your main:enance year.
15 I'triphtralJ
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Tel&communicatlon9
Plio Hklhllghta
The l'ekcon-.rnunications Maintenance Plan (TMP} is designed to allow:
1, S<:curi ty
The library can lor.k in maintenance fee~ and insure itself against repair
cost o,"'erruns,
2. Network·based Maintenance
Sophisticated networks ar~ maintained in the same way [hey function -a.'io a
complete system. not as individual ~ieces of telecomn1urJcations gear.
2. Tailored Sparing
Based on its; needs. the Hbrary c.an tailor the lev-et of spares for critical links
in the te!eeommunications network..
Plan Rtaulr9!Den!!I
DyniJ.librarieSc witb more than three remote !i.ites may put their lelecommunicat~oru
equipment on maintenance using TMP. Dynill: Ubraries not meeting this level C""'Gl1
place their tdecommunications equipment on Dynix's 60/40 maintenance pm~Tam.
TMP may include items from tbe foUmvlng categcr!es:
I.
2.
3,
4.
5,
6,
7.
8,
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Modems
MIL,es
DSU/CSU
Protocol Converten
Transceiver/compact E8ETs
Hub5
E<juipmeol cabinets
Conununication server PCs
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The entire le!ecommunicatiol"l.$ network, that is any item in the above categories,
must be placed on maint~nance when using the TMP plan. This approach makes
froublesh.ooting ea.s.ier since Dyni)[ maintains and is familiar With each Dr the lJans
of the te:ecommuniC3tions system.
Tllf9COmmunicaiions VB. ~
Tbe 60/40 plan includes only fQllr t"iP~s te!ecomnHmication equipmenl:
1. SPX.S jTC500S
2. MUX/TC500l
3. Extemal Syn< modems
4. Dialup modems
6(Jj40 is intcnded for less complex sites using point-Io-point telecommunications
whereas TMP offers maintenance for the more complex telecommunication
networks. TMP U5ually costs less than 60(40 per item, b .. Jt does not (nclude a credit
Those librario::s needing on-site spares may have the rental charge for any number of
spares included in their annual fee. However, there is an early ~ithdrawaI penalty
for spares, if removed from the program before the end of the third consecutive
year.
Repairs" 19anm
The cli.ent pays the cost of shipping t~e item to the repair depoL AIl repair costs as
well .. return e"Press shippir.g are paid by Dynix. Should repair be impractkal.
then Dyttix. at its option., may replace the broken item with equivalent equipment.
Loaners are available for selected items. However a loaner fee and the shipping
toSlS are the respoJl5ibility of the library.
17 I'rripJrrrals
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Non-M.lntaln9d !ttml
Equipment whk:1 Dynix does not nQrmally ma.:ntab. but wbtch the library .... ishes to
have ~ntcrfa.ce or wark. with the telecotn.."t1uPjcatioM network may be allowed.
However. any service related to slJ.ch equipment tS bll!abl.::, The repain; and
maintenance of such. equiprner.it is the responsibility of the tibrary, The
maintenance for slJ(:h "mu.ed" telecommunication ner· ... !orks is usualiy higher,
RenlWll l
At annual renewal. Dynix W"ill review the system 10 determine if an}' items ml.!st he
discontinued and replaced. Also the price far TMP will be adjusted to meet any
increased costs,
Consolidated
PI.n H1QhllghtJ
Two of the Consolidated plan's benefits ar.:
1. lower Maintenance Charges
Because the replacement funding and on·site ~paring options have been
relllOYed, the maintenance charges are lower with this plar"
2. Loaners Included
Since the failure of & single peripheral can sometimes cripp1e the operatioru.
of a smaller Ubrary.loaners are free via second-day air.
Plan R1KIy1rementa
Consolidated maintenance .is a less expens,i..,e r!an destgned for smaller libraries
whicb do not have the minimum quantities "(peripherals to qualiry fOt Spares. The
plan works as fOUOW1;:
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For evel)' five units, one d~po! maintenance repair may bit: made each year.
The libiary pays Ule shipping costs to Dynb: and Dynjx pays the retur:)
shipping costs .
. tu1y additional repair costS are borne by the library. but at the guaranteed
rlXed price in the 60/40 Plan. The hbrary includes a Pun:hase Order in the
amount of the 6Gj40 repair debit fo: th~ item needing repair.
Ali peripheral.s used v.;th the system which can be maimained by ~nix must
be placed on maintenance.
Each peripheral maintained by DyrJx in one of the follov.ring categories is
included in t..'1e Consolidated plan.
Terminals
Character primers.
Ughtpens
Modems
Minimum unit quantities are not required 35 \i.ith the Spares Pian.
Credits do not accumulate as with the 60/40 plan
DynixwiH provide substitute equLpmeo!. (not necessarily the same) to be
used while the peripberals. an:: being repaired. This substitute equipment will
be shipped second day air to the libra!}' by Dynix. The library wlil pay the
re turn shipping -costs.
Annual maintenance is the number of units maintained times the curren!
Ccnsolidated unit price.
This plan is 1~ expensive than either 60/40 or Spares because it does not provide a
cn:dil or on-site spares. The library is responsible for preparing for the replacement
ofperipberaJs without the added help of the &1/40 credit. Also, with the
Consolidated plan, the Ubra!}' bears the risk of incurring repair coslS aver th",e
covered by lbe plan. However, ~nix provides these repairs at a guaranteed fIxed
price along with a loaner shipped second-day air.
19
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Comparison at Plane
The chart below summarizes the four different maintenance options.
~ ~ Tfi!wmmypktt.'ooJ CoasoU4alfd
Shipping CO'"..!! to Lib,..')' wbra .. ry Library Library
Repol<
Abw.ed EquipmeClt Not CQ'o'Cred NDI Cm'ered Nol Covered NO( Cm~red
C0Sl5 Above tbe Plua
Clwges No No No P"'"tblc
BiJlius period 0Ir1y! Annual Qtrly/A.nnu.oJ AlInual Annual
Loanc,CQSt Addiciotta! Indudcd Op(ional Included
LoaDer ."vailabilily Shipping timr: Oc-si!e 0 .. ::::: ~; :;~}-'ping hld doily
Cndit ror New
I'urdoa5e< y" No No N"
Voless otherwise 'pecified, the DynU peripheral plans may be used in combination
with each otber.
Each plan bas a ""'Jate registration fo= which you must return to Dyr,ix .. ithin 30
days of the receipt of new equipment. OtherW.5e. the equipment u considered used
and you arc assessed a repair charge for placing it under maintenance coverage.
Vn.le .. specified otherwise, all DynU peripherals include a one year warranty.
If you purchase equipment fro:n • vendor other than Dynix. you can still place it
unde, a Dynix maintenance plan if we currently support that brand and model
Also, we guarantee Ihat Dynix-maintained equipment will be compalible with future
software relea.ses-a guarantee we cannot mak.e with otber equipment.
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Bea.r in mind, also, thai equipment abused, physically Dr other-'oise, is not covered by
any Dynix IIlailHenance plan. The equipment carries ~ll\iron.Tnental and usage
recom.rnet'!datio!1S. llghtning. tlood, fire or other phenomena which exceed the
manufacturer's recommended us~ge specifications are considered abuse. GeneraUy.
(.nvirorunentai cODdilioI".s beyonrl yam cootrol are insurable at a,dditbnal co';!. You
.;.re enwuraged to pursue-those options with )"cur in. .. urance carrier.
Repair Process
if a piece of equipment maintatned with Dynix malf. .. mctions. contact your support
teartl. We urge you to have completed basic troubleshooting procedures beforehand
to expeditf; repairs. On verification of equipment failure, D-jnix issues )'OU ;
"Return Mate-rials Authoriza~ion" number (Rl\.fA#) and a shipping address. You
label the equipment ""'tb the RM'&\# and ship it (at your cost) w the designated
repair center. Following repa.ir, the equipment is returned to the library (al our
cos.).
W[1en you call Dyn.ix with a peripherals problem.,. the assumption is !hat you ...... ish us
to pro~ide diagnos.is and pursue a resolution of L1e piOblern .. These services are
included in the maintenance plans. If, however, the equipment turns out ntH to be
registered with Dynix or the problem is not w:ith the equipment, the services are
billable. for this reason, we e,JCOurage you to chan.."1el authorization of repairs
through your System Admini.,trator to avoid misunderstandings.
Maintenance Reports
To help manage your peripheral IT'..c!iraenance, O)rnix prQvid~s a. series of repOits:
1. All Items Covered. AI'Ulual repen listing all Soeria[ numbers on maintenance.
2. Equipment Removed. W'henever items removed at year end. this report IL~ts
each serial number and date removed.
3. Equipment Added. Whenever i.ems added mid-year. this report lists each
serial number and date added.
2J PtJ'iphtrQls
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4. Rl:pair Analysis. Bi~annuai repon lLs.ling eath serial number and hew
often repaired for a period.
5. Credi; Available (60/40 only). Annual report !isting the credit earning
during the miUntenance year and what has credit h~ been spent
0thM 'Malnt.nanee' Options
For some peripheral equipment, you may opt to us.e Dynu ror repairs on a "tirac and
malerirus" basis. Any time spent in diagnosis or repair and all parts and shipping are
~ii1able at then-current rales. Whi1e a viable maintEnance option. using time and
materials r~airs usually means ("a(eful cost tracking so you can detennin: wh::n
repairing a piece is no Jonger cost-effective.
[fyou choose not to use acy Dynb:: peripherals maintenance programs, then the
responsibility for maintaining your light pell>, I .... r.;. rerminals, modems,
multiplexors.. and other peripherals rests wit.l] you. Any consulting or repairs you
ask Dynix to bandle will be billed directly to you. including shipping. ha..dling. parrs,
labor, and other charges.
Replacing Perlpherais
Every piec~ of equipment has a limited product life. For example, terminals usuaily
last 3-5 yean.. A frequently asked question is when 10 replace a piece of equipmt"nt
witb a. new purchase. Dynix reconunends that anytime the rQtal cost cf repairs for
the past three yean is greater than 75% of the price of a new repl.cemen~ thee
consider replacing the item.
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The lihrary C-4n lllorutor this with the Repair Analysis report. Failure to do 50 wit.~
60/40 resu)cs in unnecessary debil repairs, w..,Ue INilh the other peripheral
maintenance pltlru, Dynlx. will eventually ~top rer.'::\lring th-e maLntenance on {l,n item.
Occa.,[onal.ly a!1 indll,.-iduai item cannot be repaired. Tn such rare situatI0:15. Dynix at
its discretion ""'ill either repiace the item 'With the u~d equivalent or pro"ide the
library a credit (eqlJat 10 ihe 60/40 debit repair) towards th~ purcha..\e of a
replacement. Also over the course of time some equipment C3tegories or models
may be remo\'ed from maimenar.ce became of a Ia~x of Piifi:s a .... ailability or similar
reason.
Some libraries choosi not to reprace an item this soon while others do so more
quickly. A few reasons for quicker replacement are:
1. Improyed reliab ility
2. Keep same type of equipment for familiarity and ease of use
3. Acquire newer technology
4. rmproved appearance
23
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E.sc1--of the ser\rkes described in [his section is optionaL Howeve" they can be used
in conju.nction with your basic maintenance program to tailor tbe service provided 10
fit )'c'U r ne eds.
Occasionally during an emergenc~,.. or other critical situation. a question arises as 10
whether a service is covered or optional. In such Si1Uittions, you may authorize the
service with the understanding that you will pay the associated charge§, if DynL,( find'S
later thaf the 5emccs were not covered.
Custom Programming
Custom programin& is a routine or feature purcbased by 1n individuallibrar) 10
meet specific requirements and is distinct from "Standard Dynix son"'ar.: Some
custom pr~-rull8 in .... oh .. es needed data cleanup or one·time data manipulation.
such as removing alphabetic preflJlcs from caU numbers. Other custom programs
are meant to be used for 3ll indefinite period of time, While change. are not
usually made to the Dynix software, it can be made 10 "call" or rererence an external
routine unique to your sfte,
Please recognize that aIJ ClLo;.lom programs are written at a specific point in time with
relation to standard {)yni.lt software and data stmctures. Since t'Ustom prrJgrams rely
on routines, menus, data. structures or dictionarkli CGmmon to ~ programs,
there is always a possibility that the custom program may some day need :0 be
modified for compalibility with changes 10 Dynix software. Because the inter
relationship between lod3y'5 custom prograrrIs and tomorrow's new releases i3
unknown, it is safe to assume that futurt: custom prograrrmling modifications will be
necessary.
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Purcl!aalng CIIIIGI!I PrOilI.mmlng
With either type of custom programming. Dynix acts as an ~gent (or programming
services and recruits an e~riented Dynix i'rogrammer to comple\c the project.
The client initiates CUStom prograrmning with written specifications to their team
leader. The team leader detennines :he feasibility 6f the project and polis the
programmers to determine interest in contracting (or the project,
Once a programmer is assigned the project. t.-'! or she steks additional detail from
the llbrazy in order to define the projeM. completely. Th~ library and programmer
need to reach consensus as to the scope and intent DC the proJect. After that poin f..,
the programmer creates a cost (estimate, usuaily on a ~nGt to exceed" basis. Dynix
stands behind that qUOIe unless specifications chang~ mid-proje.ct The programmer
also includes tbe time necessary for desig!1. research, testing. and ar.y necessary
documentation or papelVlork..
The library must authorize the project with its ~stimated cost iii writing. In addition,
any programs designed (or lou..g·term use 'Will aeed to have a liceruing agrl!:emenr
and a maintenance charge approved for inclusion in the library's annual
maintenance agreemenl After these steps are compl.ete. the programmer begins,
Since mucb of Ibe prognmming 0<Cll rs after normal work hours. delivery of the
change. will depend on its priority to the prog;-amroer involved.
Tracking of custom programming requests may begin in the client's original
purchase agreement with Dynix. If the changes are part ofa purch~ agreement
(typically in Rider I), they are included in an online record at DynU of the contract
items to be delivered. The Dyni.x installation t~am coordinates dehvei)' of the
changes. either from)t.s own [ea."D members or from development programmers if
cha.'1ges will be incorporated into the standard Dynh S<lftware.
Fully installed client hora';es iniliate custom programming requests through their
supJlOn team as add-on purthases. Usually these add-on purchases are not destined
for inclusion in Dynix software and satisfY the special needs of only one client
library. DynU: is in the process of creating a mechanism to advenise or re·market
custom programming which could be potentially useful to other clients, such as the
"ZIP+4" custom program. (Global Update February 1991)
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Whether as.a result of an original pt!.T.:hase agreement or of an add~on purchase.
custom program.lning neC'ded on an ongoing basts is eligible for annu21 ms.imenar:ce
ch:uges. For C".lstom progra.rn .• "l1ing purcha.s~d prior to 1991, the cost of
r-etnstaHatlon with new rele~e~ can be covered 00 an as-needed basts or through
annual maintenance. The maintenanc~ cost covers reinstallation and' retrlifit![ng. fo;
new Dynix rel~a.ses. As 'With other maintenance costs, it may be 5.ubject to
adjustment or even di'S<:ontinu.ation if change~ H) Dynix soft:\liare make rein~~aHation
impractical or impossihle.
~IQm Proorammlng'" New Dyn!. Rei,.",
\-\Then might your custom programming be affected by.&; DyJtix upgrade? That is
difflcult to predict because of the unknowns [n how your custom program INili
interact with new code. Cuswm programs are not tested in·bouse againsl each new
release because the e~nsc invol ... ed is prohibitive. Therefore l in effect. YDU are
alpha testing each DyrJx retease as it relates to CU5.tOm programming compatibility,
In all case~ C"Jslom programming affected by software changes must be retrofitted
and reirutailed by your support learn foliol4ing an upgrade.
Foe these reasons. you should alert your support team pt;or to lQadlng a new r~!ease
of the Dynix software if you have installed C"ustom programmlng. Prior to lQading
new Dyni.x software l the tearn c.an be sure that custom prograrn.s are documenled
and secured should reinstallation be necessary. Also, plan to load Dynix releases
during oormal bours of maintenance. !f a release must be laaoed on a weekend, a
team member may be placed "on call" for ~mergency sernce (for a minimum
charge) if any custom cbanges will need immediate reinstaliation.
IT cusiom progra.m.rrJng will Deed reLnstallatiol1, the team has t\4Io suurces of
in!orma~ion. One is a fLle res.iding on your system wbich stores descriptions of
custom changes. The second is a printout of Lte prograllls kept in your team's clierit
files. Naturally, the online rue is easier and safu for the programmer to re .. iew and
reinstall, if necessaJ)', following a release. The docu.menting of custom
programming on your S)"tem, as well as at Dynl>, is an integral part of the custom
project from its [nceptioo.
Typically, custom programs can be reinstalled following a new release. However.
some programs may need more ex:tensive retrofitting cr. as mentioned. may need to
be abandoned. If, in the opinion of Dynix. softvlare changes have made
rcinstaUation impractical or unnecessary. we will discuss possible alternative~.
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I!150IDe cases. custom programming for a !pecific library is adopted for inclusion 1n
the standard O)'lllx software. The original client has had the benefit of accelerared
development for features or functions designed spectfiully for its needs. AI the
point the feature t.ecomes a part (If standard software, it also comes under m)rmaI
maintenance. If this occurs, the original dient may ask Dynix to disable its custom
prQgrarnmjng L'1d cancel the as!OCiated spedal maintenance charge.
CQnc!Ulton
Custom progra.mmjng can be a "iable alternative for libraries Vtishing to prOC1.ll'e a
needed fearure, particularly in the art.:a of custom repor.s or periodLc routines.
Please remember the following:
1) Reach a consensus with])yttU; on comptetf, written project
specifications and authorization of costs.
2) Place custom programming under annual mainfenance if its use is
ongoing and long-tem.
3) Documenl what custom programmjng you have purchased.
4) Plan to load new releases knowing that any Clls:om progr-.uru:niflg
wiil need retrofit and reinstallation.
5) Recoll5ider whether to relain custom programming jf your feature
is incorporated ieto tho siandard DynU softwaro.
WeU-m.an.aged custom prognlIllJning projects eT".hance and refine t~!" Dynix
software's applicability to Ih. specific n~ds ofyo"r library. In addition, Ihoy can be
an adventure into the world of so'tware design!
12/13/91 28
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Emergency Services
This section explains what Dynix means by the term "Emergency Covtrage," when.
efilergeney eo"'erae:e is Ln effect and what emergency coverage inciudes.
Hours (MOl..!nlaitJ SI.andard Time) outside of norma! mainlenance coverage are
termed hours of Emergency Cov:rage.
Normal maintenance coverage is provided;
• 7 a.m. to 5 p.rn.
• 5 p_m_ to 9 p.rn.
Monday through Friday by ClteM's SL!pport team
Monday through Thursday by rotating support team
personnei
Therefore, emergency coveragt" is in effect:
• 9 p.rn. to 7 •. m. Monday through Thursday
• 5 p.rn. Friday to 7 .. m. Monday
• DynU. holidays
Emergency coverage is provided by rotating. on-<:all Dynix pero<Jnnele><perienced in
support and trained in emergency procedures. During hours of emergency
coverage. the incoming 1011~free Hnes arc routed to an answering service whkh
pages the personnel on duty. You should expect a callback fram the emergency
personnel on duty. Plea....:e call again if you have' not received a caHback within an
hour.
Emergency personnel bave been instructed to work v..ith your System Administrator
or his/ber desigDated backup in handling proble ms. For the sake of you r syste m's
se.curity and health. we mus! deal with an on-site contact who has the necessary
security clearances and who has been trained in your .system's maintco:nance
procedures.
Emergency coverage is defined separatety for each type of maintenance agreement
you may have with [)yr.ix and with ather maintenan<e providers.
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EmergcrJdes are d!!fined as situations where the s;,stem is; inoperable due 10 failure
of the main system bardware or ope rat jag syslem. Dynix diagnoses !he cause of
equipment failure and contacts the appropriate field service personnel. However.
3vailabHit; of field service for y~)ur equipment is ~omplete]y dependenl on '4-'hether
or not edended hours of service have been purchased from the field service
pro\rider.
What tbat means is thac if a disic Fails on Saturday, you ~ill need :0 have c)(tended
hours uf service whi.;;h indude Sr.:.t1.!rday field 5ervi<:e before Dyn..iJI can request a disk
replacement The terms for ell tended oovcrage vary depending on maintenance
provider. As an allemauve, some libraries do not ~ontract lor extended hour~. but
do budget funds for after-hours service during the year as an insurance poiicy if
needed. This is a viable alternatil,-e, bur remember that after-hours "time and
materials" repair is more elCpCnsive and that some vendors offer [hi ... service on a last
priority basis. Refer 10 Table A for details.
Operating system problems. such as the failuie to complete a file save or an aborted
operating system upgrade, are not included under Dynix emergency cO\'erage.
Operating system suppor. from the hardware maintenance provider is completely
dependent on wbether or nol e.x.tended hOLirs of sen ice ha\'e been purcbased. If
your file saves or operaring system upgrades are typically performed during hours
oUl~ide those of normal maintenance, you do nm some risk of having problems not·
covered under maintenance unless :you purchase extended coverage. Refer to Table
A for delails.
Software
Emcrg:ncies are defined.as sltuations whue critical SQf~'are functions are
inoperable, TAP has abor1cd and caiincn be ft::ttartc:a. or a TAP restore is requlred.
Some purcba.se agreements conta1n specific language concerning critical software
rJr-ctions. GeneraDy. this includes the ability to check: materials Qut or in; update
patron, bibUograph.ic or holdings records; place holds; pay fines.; or search the title
or patron indexe •. The loading of Dynix software upgrades (release.) is not classed
g:; an emergency since the library has control over when the upgrade is scheduled_
For other software functions not classed as emergencies, such as index building or
Dynix software upgrades, you may opt to place Dynix personnel "on cal1" in advance
or need. Refer to the section on Optional Non~entergency Servjces below.
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Peciph:-rals maio[ained by Dyni!t are no: included it:! emergent)' coverage, wlth one
exceptton-telecornmunic3tions equ.ipment. 'W'beo a remOle location is inoperable
du:ring hours of emergen(.')' (,overage, Dynix will pro .. ide diagnostk s.erlice to
determine if the unit has failed or needs reprogramming, Dr if something else .such
as the phone tine has failoed. However. if the U[1j! has failed, OlJT abi!ity to replace it
again depends on whether or not extended coverage has been purchased from the
maintenance service provider. Dynb: does not stock replacement
telecommunications equipment. Typically, Dynix will. make the diagnosis of a ialled
unit and place a service cal! to the maintenance provider to be handled during their
normal maintenance hours.
QpI!onal Hon·emergency Services
Coverage for other non-emergency situations 0; optional services are avaHable
through Dynix at the published Dynix rates. Your Dynix team leader is responsible
for recruiting the necessary personnel..
You rr..ay opt to place Dynil personnel "on caW for assistance during hours of
emergency covero:lge to insure availability of personnel with specific expertise.
Placing personnel 00 call requires an IIp--Cront one~hour minimum charge which
inciudes the first hour of assistance. Hour5 of assistance afler lhe finl hour are
billable at the curreut bour[y rate. You must specify which evening or weekend day
Ihe leam member is 10 be on call.
An example of an on-call s'tualion i •• Dynix software upgrade loaded during the
weekend. Since software upgrades are not considered emergencies, a library may
opt to place Dyn.ix personnel on call for assi~IfJ.nCe ~ith the upgrade. Or if custom
programming needs reinstallation immediately following an upgrade, tbe library
may opt for on-<:all service. In any case, on--ca!l coverage must be scheduled through
your team 1eader at least three we-eks Ln advance of need.
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How to Rtoo!t EmergtllC1U
During hours of emerg-ency roverage, .calls arc routed through an answering service.
Therefore. it is imperative that you leave the following infonnation when you cali:
1. Your name, where you can be reached and for hew long~
2. The library system you represent. not just the branch or consortia
member library;
3. Whether the 5ySte"rr'. is down or whether this is a software or
peripheral emergen<:JI,
YOlir System Administrator or designated backup should have ac.;e5.S to the serial
numbers of equipment mai'1tained through O)ni't. They should 3150 understand
any extended coverage agreements in effect and the librarfl paricies for init[ating
repairs during hours of emergency coverage. Authorization from your staff for
I>yn:iJI to proceed with diagnosis and/or repair of equipment assumes you agree to
·time and materials' charges if the equipment;" in fact, not c'O'Iered by a
r.aaintenance agreement during tho~ hOUTS.
In suIt!Illllly. emergency coverage is inter.ded for those situations where equipment
or softa;are has failed to the extent that the system is inoperable. In situations
where Dynjx diagllOses equipment failure, whethc:-or Dot equipment can be
replaced immediately depends on extended roverage agreements purchased by the
library. In cases where: eX!cnded coverage has not beeD purchased, time and
materials services can sometimes be procured as needed Dynix per&OfI.nel may be
placed 00 call {or non--emergenljl situations where the library v..>1.shes to U~ services
not included under emergency \:overage. You can select ii combir.ation oC DynU.
erncrge.ncy C()\o'crage, extended coveT~e. time and materials service, and on<a11
service to meet the emergency coverage needs oC your library system.
12/13/PI 37
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Table A: Extended Service Options-Hardware (HW) and Operating System Software (SW)
Hardware Normal Field Extended E:dended Timo & Time ~
Maintenance Service Co;:rage Coverage Matl .. ial Mate,ial
Provider Hours-tions Cost Available Cost
O(C-HW 8-5. Mon~Fn Ve. Yes $200/hour
(Local lime) Ol/ole ba!;i:; (2 hour mtnltl~um)
DEC-SW 7)(24 N/A NI/\
l-Iewlelf·PaCK;Jrd-HW 8-9, Man-Frl Yes Yes i900 fL.1! r(H~
(Lacslliln<:)
Quote basJS
Hewlell-Packafd-SW 6-8, M()n-'~rr YP,!'j y~s $1 dO/holJl
(Local tim(') (? 5 hOur mm,mllrTI)
IiiM HW 7)(.('4 N(A NiA N{A N/A
/BM-SW 7;w24 N/A -N/A N/A N,IA
MIPS-HW 8-5, Man-I,tI Yes YeS ,£110/nou(
QUOIe-basIs
M/PS-SW 8-5, Mon-·F(j Yes Yes (Z/lOUr nW\!(llllm)
(Local limoe \
sequent -HW 8-5, Mort--rn Yes Yos $16S/\"t(I'J(
(Loeal tirrn:~) (" h':~I.lr mjr"Jlfnum)
Quow b<l5tS
SeQuenf-SW B~B, M()!1.-f n Y{},;; Ye'.;
__ (EJSlern time)
Sequolil -nw 8-5, Moll t-p Yes Yt~S ill~OIhm'f
(LOcllllirne) (1/2 ~1f)1J( mln,rnl_ll1'l.
OllOle O;:aSI$ phont.'!, .' hOllr
Seqwia-SW 8-5, Mon-r(l Yes Yt~S m,fli,r'!urn, Gn-'j,lfJ)
(lOCi'll lime t
Ultimare-HW 8 6, Mon-F(I Yes Yes $1~OIIlOl'f
(tocal lime) (3 !'lOll( mlnlm\Jm)
OUOIC rW51$
Ullimale--SW 6-8, Mon-F{i Yes Yf~'l $1.10)hcur
(LOcal lime) =i h"", """,mum, ______ '1.7\, ::ll1l1lllfJl"lrll 1/2 h,
VMAIlK o 8, Mon-I'd No N/A No NfA
(/J(lIV(!(se SOffW.3(P) (EaSlern lime)
• 1.0".1/ Mnt> mEijfl'i chant's loenl !If'Ilfl
1'-,
1
4 o
~ ,
!
I
I
)
I
I .. ~.
,,'
"
EXHIBIT E
Pl'i ce SUlUJTla ry
Sot'tvare
749.00 x 12
Annual Payment Discount 10\
Hardware
29M.60 ,,12
Annual Payment Discount 05'
60/40
905.00
Armual
x 12
Payaent Discount 05\
GRAN!) TOTAL:
Palo Alto city Library -01 JUL 9]
MNUAL CHARGE
898B.OO
898.80
===========
8089.20
35815.20
1790.16
======~=
34024.44
10860.00
543.00
==-=======-=
10311.00
$5241 0.64